P1 SLA Reset condition does not work (but a P4 SLA's identical one does).

[Stefano Nesti]

Hello team.

For the incident table, I have defined a P1 and a P4 Resolution SLAs (for a L2 support group) with a Reset condition so that, if an INC is assigned from that L2 to another group that is NOT the L1 support (Smart Desk), the SLA has to be cancelled (see picture).

The Reset condition is identical in both P1 and P4 SLAs.

Surprisingly, when tests are run the P4 SLA's Reset condition appear to work as expected but, when tests are run for a P1 INC, the related P1 SLA's Reset condition does not work and the SLA remains "In Progress".

I have checked the SLA XMLs but all seems all right.

I have also created the P1 SLA Definition again, but nothing change.

Does someone have any suggestion about the issue's cause?
FYI, the instance release is Tokyo Patch7a.

Thanks. 

[AndersBGS]

Hi @Stefano Nesti ,

please share a snip of both your P1 and P4 reset condition including SLA definition conditions. By doing this, it will be much easier to help you with a resolution.

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[Stefano Nesti]

Hi Anders and thanks for your reply.

I attach a couple of txt files ("P1 resol_SLA definition.txt" and "P4 resol_SLA definition.txt"), that provide the P1 and P4 SLAs' definitions respectively (of course, the names/labels fields have been cleared of what could identify the client).

Thanks.

[Stefano Nesti]

Hi Anders.

While running further tests, I've noticed another detail that can be useful to share some light on this issue.

The Reset condition (that's the same for all these SLAs) fails when the INC is assigned to an L2 group (that is, not to the "Smart Desk" one, which is L1) that is NOT one of those mentioned in the Start condition, but works as expected otherwise.

E.g.: An SLA resolution has a Start condition that includes "Assignment group IS L2-A OR IS L2-B", then the Reset condition works as expected when the INC's Assignment group changes from L2-A to L2-B (and vice versa), but fails if it changes to L2-C.

I hope what above can be useful.

Thanks.